Microsoft Course 20688 - Supporting Windows 8.1 — A 5 day course

Syllabus

This five day course will provide you with the knowledge and skills required to support a Windows 8.1 deployment in medium and large enterprise environments and to resolve technical issues by developing a troubleshooting methodology for Windows 8.1

Objectives

After completing this course, students will be able to:

Describe the processes involved in planning and using a troubleshooting methodology for Windows 8.1

Troubleshoot startup issues and operating system services on a Windows 8.1 system

Resolve issues related to hardware devices and device drivers

Troubleshoot computers remotely

Troubleshoot issues related to network connectivity

Troubleshoot client configuration failures and GPO application issues

Troubleshoot issues related to user settings

Troubleshoot remote connectivity issues

Resolve issues related to accessing resources from computers that are domain-joined

Resolve issues related to accessing resources from computers that are not domain-joined

Suitable For

This course is primarily intended for the Enterprise Device Support Technician (EDST), who provide Tier 2 support to users running Windows desktops and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs are experienced IT Professionals who focus on a broad range of technical issues for Windows operating systems, devices, cloud services, applications, networking, and hardware support. Key responsibilities include resolving technical issues pertaining to Windows installation and migration, activation, performance, profiles, settings and device synchronization, local and remote network access, access to applications, access to data and printers, authentication, endpoint security and policy, operating system and data recovery.

EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of desktops and devices, installing and testing line-of-business applications on these devices, and physically making changes to user devices or re-images as required.

The secondary audience for this course can include students preparing to take exam 70-688.

Exmaination

This course is designed to prepare certification candidates for Exam 70-688, MCSA: Supporting Windows 8.1

The exam is arranged separately from the course and the exam fee is not included in the price of the course.

Publicly scheduled dates, locations, and prices

A schedule of dates for this subject is not currently available. Please call 0333 210 0140 or use our contact form to enquire about places and availability.

Contents

Introduction to Troubleshooting Windows 8.1

This module provides an introduction to the Windows 8.1 system architecture and explains how to identify the common troubleshooting scenarios. The module also provides an overview of a typical troubleshooting process.

Common Windows 8.1 Troubleshooting Scenarios

Overview of Windows 8.1 Architecture

Overview of Troubleshooting Steps

Lab : Troubleshooting Windows 8.1

Developing a Plan of Action

Troubleshooting Computer Startup

This module provides an overview of the Windows 8.1 startup recovery environment and explains how to troubleshoot startup settings and issues. The module also describes how to recover BitLocker-operated drives.

Overview of the Windows 8.1 Startup Recovery Environment

Optimizing and Troubleshooting Startup Settings

Troubleshooting Operating System Services Issues

Recovering BitLocker-Protected Drives

Lab : Troubleshoot a Startup Failure

Resolving a startup problem (1)

Resolving a Startup Problem (2)

Lab : Troubleshoot a Startup Failure

Recovering a BitLocker Encrypted Drive

Creating New BitLocker Keys

Troubleshooting Hardware and Device Drivers

This module explains how to troubleshoot hardware issues, physical failures, and device driver failures. It also describes how to monitor reliability and configure the registry.

Overview of Hardware Troubleshooting

Troubleshooting Physical Failures

Troubleshooting Device Driver Failures

Monitoring Reliability

Configuring the Registry

Lab : Resolving Hardware Device and Device Driver Issues

Resolving Hardware Issues

Configuring Group Policy to Control Device Installation

Remote Troubleshooting

This module describes how to perform remote troubleshooting by using Windows 8.1 features such as Remote Desktop, Remote Assistance, and Windows PowerShell remoting.

Using Remote Desktop

Using Remote Assistance

Remoting with Windows PowerShell

Lab : Troubleshooting a Remote Computer

Using Remote Desktop

Using Remote Assistance

Using Windows PowerShell Remoting

Troubleshooting Network Connectivity Issues

This module explains how to identify network settings and troubleshoot network connectivity issues in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution.

Determining Network Settings

Troubleshooting Network Connectivity Issues

Lab : Troubleshooting Network Connections

Troubleshooting a Network Problem (1)

Troubleshooting a Network Problem (2)

Troubleshooting a Wireless Network

Troubleshooting Group Policy

This module provides an overview of the Group Policy application and describes how to resolve issues in client configuration GPO application.

Troubleshooting Remote Connectivity

This module describes how to troubleshoot issues in VPN connectivity, NAP, and DirectAccess.

Troubleshooting VPN Connectivity Issues

Troubleshooting NAP Issues

Troubleshooting DirectAccess Issues

Lab : Troubleshooting DHCP NAP Enforcement

Troubleshooting NAP

Lab : Troubleshooting DirectAccess

Configuring DirectAccess

Troubleshooting DirectAccess Client-Side Settings

Troubleshooting Resource Access within a Domain

This module explains how to troubleshoot issues in file access and permissions. It also describes how to resolve printer access issues.

Troubleshooting File Access Issues

Troubleshooting File Permissions Issues

Troubleshooting Printer Access Issues

Lab : Troubleshooting Resource Access

Resolving a File Permissions Issue

Configuring and Troubleshooting Resource Access for Non-Domain Joined Clients

This module describes how to configure and troubleshoot Workplace Join, Work Folders, and SkyDrive Access.

Configuring and Troubleshooting Workplace Join

Configuring and Troubleshooting Work Folders

Configuring and Troubleshooting SkyDrive Access

Lab : Configuring and Troubleshooting Workplace Join

Configuring Workplace Join

Lab : Configuring Work Folders

Configuring Work Folders

Troubleshooting Applications

This module explains how to troubleshoot application installation issues and problems in desktop and Windows store apps. The module also describes how to resolve issues in Internet Explorer and Client Hyper-V.

Troubleshooting Application Installation Issues

Troubleshooting Desktop Apps

Troubleshooting Windows Store Apps

Troubleshooting Internet Explorer

Troubleshooting Client Hyper-V

Lab : Troubleshooting Desktop Apps

Troubleshooting AppLocker Policy Application

Troubleshooting Application Startup

Lab : Troubleshooting Internet Explorer Issues

Resolving an Internet Explorer Issue

Maintaining Windows 8.1

This module describe how to troubleshoot activation issues and configure performance options in Windows 8.1. It also explains how to protect a Windows 8.1 system from malware and viruses and how to apply application and Windows updates.

Troubleshoot Windows Activation Issues

Monitoring and Configuring Performance Options in Windows 8.1

Protecting Windows 8.1 from Malware and Viruses

Applying Application and Windows Updates

Lab : Identifying Performance Problems

Troubleshooting a Performance Problem

Recovering Windows 8.1

This modules explains how to restore files and recover a Windows 8.1 system.